Implementation Services Manager Resume Emeryville, CA - Hire IT People

SUMMARY:

Recognized for successfully delivering high - profile Project Management deployments and fueling accountability through the standardization of custom tools and practices.
Skilled in all phases of tactical methodology assessment, design and delivery for repeatable process implementation and software development.
20 years of progressive experience beginning in technical and engineering support leading to high-visibility project management initiatives that foster innovation, mitigate risk and align people, process and technology with business priorities.
4 Years of People Management Skills in collaborating with Client Services Management team for leading a combined 50 plus Client Services team.
Software Implementation
Documentation, Writing, Communications
Program Management
People Manager
Resource and Scope Management
Risk Management

TECHNICAL SKILLS:

Software Skills: MS Suite, Quality Center, Remedy, SQL, SAP, JIRA, Workfront, Salesforce

Technical: Agile, SCRUM, Lean Six Sigma Yellow Belt, HL7

PROFESSIONAL EXPERIENCE:

Confidential, Emeryville, CA

Implementation Services Manager

Responsibilities:

Established and Managed Key Performance Indicators for Productivity and Employee Utilization
Established Process and Tools for 50% Reduction in Implementation Cycle Time
Conducted Performance Appraisals and Coached employees for career advancement

Confidential

Team Lead / Project Manager

Responsibilities:

Lead for Small Delivery Team for coordinating timelines and resources on over 20 Concurrent Projects
Facilitated Team Planning Meetings and Retrospectives for efficiently delivering technical implementation products.
Responsible for Delivering Executive Level Dashboards to report on Implementation Project Status

Confidential

Agile Coach

Responsibilities:

Led two Different Development Teams responsible using Agile Software Development Process
Key Role in Transition Teams from Scrum to Kanban to enable more continuous development lifecycle
Point of Escalation for working with Cross Functional Teams in removing impediments for Development

Confidential, San Ramon, CA

PMO Project Manager

Responsibilities:

Doubled eBay’s online parts inventory through creation of an innovative online customer parts warehouse utilizing software relief solutions.
Decreased overall project cost and timeline through development of strategic partnership with third party vendor and modification of third party solutions.
Appointed Lead Scrum Master by superiors after exceeding performance expectations established through Scrum Implementation Pilot Program.
Created promotional campaign to recruit Beta customers through partnerships with marketing, development and customer service departments, resulting in 100+ new Beta customers.
Maintained High Quality Releases; an 80% (or higher) rating coupled with no customer reports of unexpectedly high or urgent issues.

Confidential, San Ramon, CA

PeopleSoft - Technical Support

Responsibilities:

Conducted technical support operations for Services Department and Customer Connection Support. Partnered with developers to troubleshoot field-related issues and support with user acceptance testing / new class configuration deployments.

Confidential, San Francisco, CA

Project Manager / Implementation Consultant

Responsibilities:

Drove company revenue through the delivery of effective consulting services in addition to servicing existing customer contracts.
Completed projects on time and under budget, decreasing company cost on multiple levels.
Product and subject matter expert. Provided initial response and detailed troubleshooting via customer service hotline, email and remote dial up connections for 200+ Confidential customers.
Established a client-oriented reputation by building trust, rapport and demonstrating exceptional troubleshooting capabilities.
Collaborated with co-workers to provide increasingly thorough and accurate solutions to client questions and concerns.
Designed a complete curriculum on Confidential ’s product suite. Conducted courses for administrators and end users and completed post- follow-up reports that documented and managed related course issues.
Promoted to Lead Trainer after exceeding company expectations as a Specialist.
Assigned to launch team to provide Quick Guides and other materials for the team.
Created and delivered PowerPoint presentation for Confidential ’s User Conference, attended by 50+ clients.
Designed and implemented Hire, a unique, sustainable program utilized at Confidential ’s facility.